GALINA VELICHKOVA
LONDON
Summary
Detail-oriented professional with expertise in customer service and technical support. Proven ability to manage multiple tasks effectively while ensuring high standards of service. Skilled in Office 365 and social media marketing, dedicated to fostering positive customer interactions and resolving issues efficiently.
Overview
11
11
years of professional experience
1
1
Certification
Work history
HOTEL RECEPTIONIST
Travelodge
London, Beckenham
2025.09 - Current
- Managed front desk operations independently, handling guest check-ins/outs, reservations , and general enquiries while ensuring day-to-day running of the hotel during shifts.
- Processed cash and card payments, and daily transaction reconciliation to maintain accurate financial records.
- Completed monthly online trainings to stay compliant with company procedures, health and safety standards and service quality expectations.
- Managed the hotel as a lone worker with days where all 77 rooms are fully booked with around 200 guests, resolved every query and reservations and received TripAdvisor feedback.
Health
problems
London
2025.01 - 2025.07
TECHNICAL ACCOUNT MANAGER/ 1ST LINE SUPPORT
Cloudscape IT
London
2024.04 - 2024.12
- Diagnosed and resolved technical issues for clients in fast-paced MSP environment.
- Managed user accounts through Active Directory, including setup, password resets, and permissions.
- Administered Office 365 by creating email accounts and configuring calendar permissions.
- Identified phishing threats and advised clients on security enhancements.
- Utilised ticketing systems to log incidents, ensuring timely resolutions per SLAs.
DENTAL ADMINISTRATOR (TEMPORARY)
Belmont Recruitment
London
2023.05 - 2023.09
- Coordinated outpatient dental appointments utilizing PIMS and CRIS systems.
- Maintained patient records to ensure efficient service delivery in high-pressure environment.
- Streamlined daily operations by overseeing team task allocation and responsibilities.
- Prepared correspondence, reports, invoices and other documents as requested.
MODERATOR (HYBRID)
Tik Tok/ByteDance
London, Paddington
2022.06 - 2022.12
- Monitored platform content for compliance with company policies and regulations.
- Investigated suspected violations of terms of service and guidelines.
- Conducted weekly meetings to discuss progress, challenges, and strategies for goal achievement.
- Compiled a resource document to consolidate workflow and process updates, enhancing team efficiency.
CUSTOMER SERVICE REPRESENTATIVE
Ventrica
London
2021.05 - 2022.12
- Guided users through isolation requirements for NHS Test & Trace campaign, escalating cases when necessary via phone and chat.
- Demonstrated effective communication and organisational skills while handling sensitive information.
- Achieved monthly targets consistently by prioritising tasks and maintaining accurate notes.
RECEPTIONIST
Premier Inn
London
2019.04 - 2019.12
- Delivered exceptional guest service by managing bookings and inquiries with precise data capture.
- Activated daily handovers to ensure seamless communication between shifts.
- Recorded lost property and accurately documented cash and card transactions.
- Assisted guests with special requirements through email, phone, or in-person interactions.
BARTENDER
The Cutty Sark Pub
London, Greenwich
2018.07 - 2018.12
- Delivered exceptional service as bartender in fast-paced environment.
- Managed customer orders and addressed inquiries promptly.
- Maintained a clean and inviting bar atmosphere.
- Processed cash and card payments efficiently.
- Ensured customer satisfaction through attentive service and support.
INTERPRETER
LanguageLine Solutions
London
2017.10 - 2018.05
- Supported NHS staff and patients with bilingual interpretation, improving service delivery.
- Assisted in the interpretation of medical documents, including patient records and discharge summaries.
- Supporting patients and NHS staff, providing translation patiently and clearly.
- Maintained precise records of interpreted sessions, ensuring compliance with confidentiality standards and regulatory requirements.
TECHNICAL ORGANISER/RECRUITER
Chance 16 LTD
Holborn
2017.01 - 2017.09
- Conducted candidate assessments to match skills and experience with specific roles.
- Collaborated with HR managers from multiple hotels to efficiently fill vacancies.
- Designed and published job advertisements on social media platforms using tools such as Canva to attract and engage potential candidates.
CUSTOMER SERVICE ADVISOR
60k HungryHouse
Plovdiv, Bulgaria
2015.09 - 2016.08
- Delivered excellent guest service, managing bookings, inquiries, and ensuring accurate data capture.
- Conducted daily handovers, and ensured smooth communication across shifts.
- Logging any lost property, and documenting and handling cash and card payments.
Education
Skills Bootcamp in IT Technician - IT
Just IT Training LTD
London 11 2023 - 2 2024
Bachelor Degree in Business Management - Business management
Sunderland University
London 10 2018 - 1 2021/2021
High School Diploma - Computer Studies And Accounting
National School of Economics And Commerce
Plovdiv, Bulgaria /2010 - /2015
Skills
- Time management - Efficiently meet deadlines and manage a load of tasks
- Effective Communication - Clear and professional, with outstanding customer interactions
- Troubleshooting - Diagnosing and resolving system and network issues
- Office 365 - (Outlook, Excel, SharePoint, Teams) - user management, configuration, and support,
- Customer-centric mindset - Friendly, helpful, and focused on customer satisfaction and positive feedback
- Social Media Marketing - Create and distribute content using Canva etc
Languages
Bulgarian
Native
English
Fluent
Interests
I regularly support my household with device setups, network issues, and general problem-solving. I'm confident using Microsoft Office tools and naturally enjoy helping others whenever I can. I'm also active in music production - writing, recording, and producing using Logic Pro X - and have been networking, advertising and promoting creative projects. These experiences have helped me grow more confident, improve how I present myself, and build long-term relationships.
Certification
Level 2 Certificate in Digital Technologies
Level 2 Certificate in Website Design and Development
Level 2 Certificate in Digital contact centre operations
Level 2 Certificate in Customer Service
Timeline
HOTEL RECEPTIONIST
Travelodge
2025.09 - Current
Health
problems
2025.01 - 2025.07
TECHNICAL ACCOUNT MANAGER/ 1ST LINE SUPPORT
Cloudscape IT
2024.04 - 2024.12
DENTAL ADMINISTRATOR (TEMPORARY)
Belmont Recruitment
2023.05 - 2023.09
MODERATOR (HYBRID)
Tik Tok/ByteDance
2022.06 - 2022.12
CUSTOMER SERVICE REPRESENTATIVE
Ventrica
2021.05 - 2022.12
RECEPTIONIST
Premier Inn
2019.04 - 2019.12
BARTENDER
The Cutty Sark Pub
2018.07 - 2018.12
INTERPRETER
LanguageLine Solutions
2017.10 - 2018.05
TECHNICAL ORGANISER/RECRUITER
Chance 16 LTD
2017.01 - 2017.09
CUSTOMER SERVICE ADVISOR
60k HungryHouse
2015.09 - 2016.08
Skills Bootcamp in IT Technician - IT
Just IT Training LTD
11 2023 - 2 2024
Bachelor Degree in Business Management - Business management
Sunderland University
10 2018 - 1 2021/2021
High School Diploma - Computer Studies And Accounting
National School of Economics And Commerce
/2010 - /2015